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Cloud backups failing to Au1 server

Thread needs solution

Since 1 March 2021 I have had trouble getting my Disks&Partitions backups to the Acronis Cloud to complete. The message given is "Network disconnected by timeout". Clicking on the link for further information did not provide much in the way of help. I ran AcronisCloudAU1Check.exe and it showed several errors (never had errors previously). Created a support ticket and included screenshot of the connection test.

Acronis technical support responded:

According to the screen shot it clearly indicates the error on the internet connectivity as the ports related to Acronis True Image 2021 are blocked by the Internet service provider hence you would need to contact your internet service provider to unblock the following ports so that the cloud backup can complete successfully

    cloud-rs-au1.acronis.com 55556

    cloud-fes-au1.acronis.com 44445

    web-api-tih.acronis.com 443

    web-api-tie.acronis.com 443

    web-api-vmp.acronis.com 443

    rpc.acronis.com 443

 Out of interest I checked access to the UK server and got a clean response, so they seem to be only blocking access to the Australian server.

Are any other users having problems backing-up to Au1 - my RSP (term used for resellers of nbnco national internet network).

Ian

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Hi Ian, just tried running the AcronisCloudAU1Check.exe tool from the UK and am also seeing errors / failures for some of the remote ports!  This suggests to me that the issue is not specific to just your own ISP but is affecting any attempts at connecting to those IP addresses and ports from anywhere in the world!

Verifying connection to Front End Servers
Performing name resolution for: cloud-fes-au1.acronis.com... SUCCESS!
Verifying connection to 103.64.16.26 on port 44445... Failed! Error code:10061
Open connection to 103.64.16.26 on port 44445.
 Use this article https://kb.acronis.com/content/46440
Verifying connection to 103.64.16.15 on port 44445... SUCCESS!
Verifying connection stability to 103.64.16.15 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 103.64.16.23 on port 44445... SUCCESS!
Verifying connection stability to 103.64.16.23 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 103.64.16.20 on port 44445... SUCCESS!
Verifying connection stability to 103.64.16.20 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 103.64.16.24 on port 44445... SUCCESS!
Verifying connection stability to 103.64.16.24 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 103.64.16.18 on port 44445... SUCCESS!
Verifying connection stability to 103.64.16.18 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 103.64.16.16 on port 44445... Failed! Error code:10061
Open connection to 103.64.16.16 on port 44445.
 Use this article https://kb.acronis.com/content/46440
Verifying connection to 103.64.16.17 on port 44445... Failed! Error code:10061
Open connection to 103.64.16.17 on port 44445.
 Use this article https://kb.acronis.com/content/46440
Verifying connection to 103.64.16.19 on port 44445... Failed! Error code:10061
Open connection to 103.64.16.19 on port 44445.
 Use this article https://kb.acronis.com/content/46440
Verifying connection to 103.64.16.25 on port 44445... Failed! Error code:10061
Open connection to 103.64.16.25 on port 44445.
 Use this article https://kb.acronis.com/content/46440

Verifying connection to Registration Servers
Performing name resolution for: cloud-rs-au1.acronis.com... SUCCESS!
Verifying connection to 103.64.16.56 on port 55556... SUCCESS!
Verifying connection stability to 103.64.16.56 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing name resolution for: web-api-tih.acronis.com... SUCCESS!
Performing name resolution for: web-api-vmp.acronis.com... SUCCESS!
Performing name resolution for: web-api-tie.acronis.com... SUCCESS!
Verifying connection to 69.20.59.83 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.84 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50

If I run the AcronisCloudEU3Check.exe tool to the London server, then all is error free!

Verifying connection to Front End Servers
Performing name resolution for: cloud-fes-eu3.acronis.com... SUCCESS!
Verifying connection to 185.151.163.90 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.90 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.57 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.57 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.91 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.91 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.56 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.56 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.92 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.92 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.88 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.88 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.54 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.54 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.55 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.55 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.163.89 on port 44445... SUCCESS!
Verifying connection stability to 185.151.163.89 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing name resolution for: cloud-rs-eu3.acronis.com... SUCCESS!
Verifying connection to 185.151.163.62 on port 55556... SUCCESS!
Verifying connection stability to 185.151.163.62 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing name resolution for: web-api-tih.acronis.com... SUCCESS!
Performing name resolution for: web-api-vmp.acronis.com... SUCCESS!
Performing name resolution for: web-api-tie.acronis.com... SUCCESS!
Verifying connection to 69.20.59.83 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.84 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50

When I do an IP Address Blacklist Check for some of the failed addresses above, I am seeing the following!

103.64.16.26  listed by dnsbl.spfbl.net
103.64.16.16  ditto
103.64.16.17  ditto
103.64.16.19  ditto
103.64.16.25  ditto

If I go to https://spfbl.net/en/delist/ and check some of the same IP addresses, then it reports the following:

No rDNS was found.

This IP has been flagged because have none valid FCrDNS.

Register a valid rDNS for this IP, which points to the same IP.

The rDNS must be registered under your own domain for you be able to delist it.

To my understanding, only Acronis can get this issue fixed for their registered IP addresses!

Note: I am not sure how good the above information actually is as if I also repeat the same check for one of the London IP addresses (185.151.163.90), I see exactly the same shown for that from dnsbl.spfbl.net, but if I put my own IP address in, then it shows valid rDNS information from my ISP.

Steve, thanks for looking into this. Hopefully it will assist in resolving the issue.

Ian

Been having the same issue with cloud backups failing intermittently (about 80%) since March 1st.

"Network disconnected by timeout"

AcronisCloudAU1Check.exe with a few IPs failing.

Christopher, thanks for the information. I was wondering if I was the only one seeing this problem. Would you please advise the name of your internet service provider so we can work out if that is a contributing factor.

My support ticket number is: [04822649] Network disconnected by timeout - cloud backup

Ian

Ian, FYI I've opened case 0482768, referring to yours and to this thread.

Christopher, thanks for the information. It means that we can rule out the possibility of it being in ISP issue.

I have created temporary backups on the Singapore server which is not having any issues. Backups to the UK server (EU3) worked but was very slow.

Ian

G'day Ian, just a quick update here. Spent about an hour on the chat with support, did a remote, been told the same thing about the ISP blocking the IPs and ports.

cloud-rs-au1.acronis.com 55556
cloud-fes-au1.acronis.com 44445
web-api-tih.acronis.com 443
web-api-tie.acronis.com 443
web-api-vmp.acronis.com 443
rpc.acronis.com 443

Luckily we are on a 400Mbps fiber with proper corporate support, who have immediately confirmed that they don't block ANY IPs or ports.

I can also telnet into any of them from the backup PC without a problem.

Finally got the case escalated to the technical team and should hear back within 24-48 hours.

Coincidentally the backup went fine this morning, first time since March the 1st, but is failing again now.

 

Actually, a correction, it seems to be running OK again, just had a delay before it kicked off, probably due to a large amount of data to be indexed, so maybe they've fixed it. The AcronisCloudAU1Check tool is also showing all IPs as SUCCESS.

Christopher, thanks for the update. I will see if I can bet one of my failed backups to work.

Just ran the AconisCloudCheck utility and it finished without reporting any errors. Hopefully it suggests that the problem has been fixed.

I have not heard anything since uploading a whole lot of data that they requested.

Ian